Administration Team Leader, Band 4

7 days ago

Gloucester, United Kingdom Gloucestershire Hospitals NHS Foundation Trust Full time

Job summary

An opportunity has arisen to recruit an Administration Team Leader with Obstetrics and Gynaecology Services based in The Women's Centre, Gloucester Royal Hospital.

The post holder will be responsible for leading a team of patient co-ordinators & proactively support patient pathways undertaking continual quality data validation ensuring outpatient access targets are monitored & managed through validation of the outpatient waiting lists. The post holder will be expected to work professionally to a very high standard, work autonomously, making decisions & offering advice & support to their team & be able to work to deadlines to meet Trust targets.

You should be a compassionate, accountable individual who treats all colleagues, patients and service users with respect and seeks to deliver excellence in role. You will share the Trust values and be committed to equality, diversity and inclusion.

Our team is dynamic & constantly evolving to manage the demand & challenges of the service. We work closely together to ensure a friendly, positive & supportive environment whilst recognising individual development needs.

We would welcome applications from dynamic, self-motivated & enthusiastic individuals, combined with a strong work ethic and a sense of accountability along with a flexible approach to work & who fits with our ethos of continual improvement & delivery of the highest quality patient-centred care.

Main duties of the job

The post holder will be responsible for a team of patient co-ordinators, the duties you will be involved in are the managing of annual leave, sickness & performance, leading on recruitment, undertaking induction & training for new & existing team members & conducting development conversations ensuring the team have clear SMART objectives.

An ability to multi task, plan & prioritise own work & that of the administrative team in support of divisional objectives & typing targets together with contributing to improve current working practices, implement new practices & continual review to ensure robust administrative processes are in place to support the requirements of the service.

The performance of outpatient services play a critical role in patient pathways, the post holder will also be responsible for data quality & validation, in particular the monitoring of new & follow up patients waiting outpatient services. The main focus of work will be specific to the management and reduction of overdue new & follow-up appointments.

You will need to be articulate, possess problem-solving skills, have excellent communication & interpersonal skills with the ability to use them effectively to work with staff, clinical colleagues & the management team demonstrating discretion & maintaining confidentially. You will need strong IT skills & the ability to work using your own initiative along with excellent organisation skills & the ability to juggle conflicting demands on your time.

About us

We offer

Generous Annual Leave Allowance starting at 27 days plus Bank Holidays and increasing to 33 days.

Access to the NHS Pension Scheme.

Access to our Health and Well-Being Hub and Employee Assistance Programme.

Access to on-site Nurseries.

Discounted Public Transport.

Safe, supportive and positive working environment with regular, robust supervision.

A wide range of exciting learning opportunities including a number of Apprenticeships.

Flexible Working - Many of our staff work flexibly in different ways. Please talk to us about the flexibility you need. We can't promise to give you exactly what you want, but we do promise not to judge you for asking.

Reward and Recognition Schemes.

Working for Gloucestershire Hospitals NHS Foundation Trust offers a number of discounts for local shops, restaurants and services and entitles you to a Blue Light Card offering further discounts both online and on the high street from large national retailers to local businesses in a wide range of categories including days out, holidays, cars, fashion, gifts and phones.

Job description

Job responsibilities

Lead, coordinate and oversee administrative and secretarial processes in support of effective and efficient functions of the clinical team.

Line Management

Responsible for the effective day to day line management of the administrative team within the Obstetrics and Gynaecology Service to ensure progress of work and ability to resolve any concerns or issues. Ensuring organisation of workload to maximise productivity. To ensure referrals are processed in line with trust guidance, ensuring that secretarial staff are booking appointments in accordance with local and national guidelines. Ensure through effective supervision and coaching that the secretarial team produce all clinic typing, patient communication and medical/legal reports accurately, in accordance with local and national guidelines and are despatched in a timely manner. Ensure maximisation of clinic capacity by ensuring that slots are used and any issues are flagged to Operational Support Manager. Ensure through effective supervision and coaching of the Patient Co-Ordinators that the necessary action is taken for patients that are required to attend for further investigations, outpatient attendances, x-ray, blood tests etc. and ensure systems of work are in place to ensure the results are shared in a timely manner with the relevant clinician. Assist the Operational Support Manager in the recruitment and selection process for the Obstetrics and Gynaecology team including preparation of adverts, job descriptions, person specifications and setting up and conducting interviews and to be responsible for induction and training of new administrative team members. To ensure all staff receive continuous appropriate training, guidance and support. Review and develop new administrative initiatives, ensuring that administrative processes are efficient, are standardised and comply with national and local guidelines and that Standard Operating Procedures are in place. Hold regular 1-1s with the administrative team within the Obstetrics and Gynaecology service and conduct annual Development Conversations (appraisals) incorporating relevant Trust standards and identify any further training requirements. Hold regular team meetings (huddles) to cascade information, resolve problems, identify and work on service improvements as well as praising the team. Lead and Motivate the Team, supporting the Teams Wellbeing at all times. To manage annual leave and sickness absence to ensure effective staff utilisation, application of departmental guidelines, HR policies and procedures for the administrative team within the Obstetrics and Gynaecology Service taking first line disciplinary action. The Administration Team Leader is expected to participate in the Patient Co-Ordinators workload of the Obstetrics and Gynaecology service, including transcription responsibilities to ensure the department is meeting turn-around times, but with particular emphasis on undertaking more complex tasks on behalf of the team, as well as fulfilling the Line Management elements of the role. Lead and contribute to the review of administrative and clerical functions within the department and make recommendations to enhance the service provision for all uses of the department. Provide effective day to day supervision and guidance for the wider Obstetrics and Gynaecology administrative team in the absence of other Supervisors as part of the team cross cover arrangements.

Data Validation/Quality

To be responsible for improving the quality of data on our patient administrative system, taking the lead for the administrative team to track treatments as required ensuring that patients do not breach their target waits in accordance with national and local guidance. Ensuring that all patient access targets are monitored through the administrative team with accurate recording of pathway outcomes following an inpatient/outpatient episode. Ability to proactivity support patient pathways by undertaking continual quality data validation of outpatient waiting lists for those patients waiting new and follow up outpatient services. To be responsible for monitoring of delayed 1st and Follow Up Appointments with appropriate 1st Line Management including liaising with Consultants to reduce delays in patient pathways and escalation of concerns to the Operational Support Manager. Regularly informing the Operational Support Manager about progress and flagging up as a matter of urgency any issues, for example, capacity or delays due to internal or external factors, difficult queries from patients, etc. To undertake adhoc data validation requests from Operational Support Manager as required and often to tight deadlines. Person Specification

Education/Qualifications

Essential

Educated to A Level or equivalent standard. RSA Level 3 or ability to demonstrate equivalent standard (Accurate and Proficient Audio Typing Skills)

Experience, Skills and Knowledge

Essential

Excellent written communication skills with a good command and understanding of English, punctuation and grammar. Excellent communication, interpersonal and negotiation skills and ability to use them effectively to work with staff, clinical colleagues and the management team. Medical Secretary Experience Proven experience of supervising a diverse administrative team. Sound understanding of HR policies to enable application of annual leave requests ensuring effective staff utilisation, managing capability (performance), sickness management and the disciplinary polices. Ability to undertake Development Conversations, (training provided) support Development Plans and identify training needs. Ability to delegate, work independently, use initiative and priortise workload for self and team. Proven organisational skills with the ability to prioritise workload, juggle conflicting demands on your time and to work to deadlines with a methodical approach ensuring excellent attention to detail. Ability to proactively support patient pathways, undertaking continual quality data validation. Ability to use initiative and make sound judgements when dealing with queries directly from patients, internal and external contacts.

Desirable

Experience in Data Validation and Knowledge of Referral to Treatment and Cancer Pathways.

Additional Qualities

Essential

Ability to manage conflict, challenging behaviour and staff disagreements. Ability to plan own workload to ensure departmental objectives are achieved whilst managing unpredictable work pattern due to interruptions.

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